-Effectively handle customer service repair and troubleshooting calls to assure repairs requests are properly reported and completed according to standards and procedures.
-Answer incoming phone calls and handle customer requests via Remote Assistance, which may include, but is not limited to: CPE configuration changes, SoftSwitch changes to clients ISDN-PRI circuits, PBX lines and SIP lines, etc
-Responsible to investigate network outages to determine root cause, and provide recommendations for changes in processes & procedures, or network configuration to prevent recurrence of similar outages in the future.
-Ensure customer’s service is operational within specified repair time frame based on our SLA’s.
-Effectively maintain customers informed of their repair status based on our SLA’s.
-Update internal repair order tracking system on a regular day basis including any incidents related to the Network Performance.
-Notifies all internal groups of any major outages or network incident as per outages procedures or guidelines protocol for such incidents.
-Monitor Customer Premise Equipment and perform troubleshooting, provide solution to customer by diagnosing problem and if necessary referring to NOC 2nd Level, RFT, NEO, or Provider.
-Monitor Network and perform troubleshooting resolve incidents and if necessary refer to NOC 2nd Level, RFT, NEO.
-Monitor systems alarm and provide support for any job under a Method of Procedure (MOP) in progress.
-Follow company policies and procedures to meet relevant company-wide statistics.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.